INFORMATION SYSTEMS MANAGER I

Manages the Facilities Technology Services desktop services and user support function supporting the full Facilities division.

Responsibilities

• Manage the Facilities Technology Services desktop services group responsible for supporting technology needs across the Facilities division.
• Oversee ordering, inventory, issuance, configuration, deployment, troubleshooting, replacement, and surplus/disposition processes for desktops, laptops, tablets, cell phones, printers, and related peripheral equipment.
• Provide and oversee help desk support, including intake, assignment, escalation, resolution, and documentation of service requests through the department information technology ticketing system.
• Maintain accurate device inventory, assignment records, standards, and lifecycle documentation for a large and diverse Facilities user base.
• Develop and implement device configuration standards, support procedures, and service expectations aligned with UAB IT requirements and Facilities operational needs.
• Coordinate user account creation, modification, access support, and related user management activities in Microsoft and other supported enterprise environments.
• Support Apple devices and related management processes, including mobile device management; familiarity with Apple School Manager and Apple Business Manager is preferred.
• Coordinate desktop support, escalation, and technical issue resolution with UAB IT, HSIS, vendors, and other internal and external partners.
• Oversee support for BAS workstations and other dedicated technology assets used to operate, monitor, and connect building automation systems on campus and hospital properties.
• Plan, prioritize, and track technology replacement needs, forecast equipment refresh cycles, and maintain alignment with the IT replacement budget.
• Ensure device management practices support security, compliance, asset accountability, and continuity of operations.
• Supervise assigned staff, establish service and documentation standards, monitor performance, promote responsive customer service, and support staff development and cross-training.
• Prepare reports, metrics, and recommendations related to device inventory, service volume, replacement planning, recurring issues, and service improvements.
• Participate in Facilities technology planning initiatives and identify opportunities to improve desktop support, asset management, and technology service delivery.
• Perform other duties as assigned.

Requirements

• Bachelor's degree in Information Systems, Computer Science, or a related field.
• Five (5) years of progressively responsible experience in desktop support, endpoint management, IT operations, technology asset management, or a closely related information technology support environment.
• Experience should include supporting endpoint technologies in a large organizational setting; device ordering, inventory control, lifecycle replacement planning, configuration, deployment, troubleshooting, ticketing systems, and support documentation.
• Experience coordinating technical support with central IT organizations, vendors, service providers, and operational stakeholders.
• Experience supervising, coordinating, or leading technical staff or desktop support personnel is required.
• Familiarity with mobile device management software is preferred.
• MVR Driving record should meet University underwriting guidelines to operate a vehicle in the performance of University business.

Skills

• Knowledge of desktop services, help desk operations, endpoint support, device lifecycle management, technology asset management, and customer service practices.
• Knowledge of desktops, laptops, tablets, mobile phones, printers, peripherals, operating systems, Microsoft applications, Apple products, and standard enterprise productivity tools.
• Knowledge of endpoint security, cybersecurity best practices, network access, user account coordination, Microsoft user management, and IT support practices in a complex organization.
• Knowledge of BAS workstation and operational technology support needs related to building automation system operation, monitoring, and connectivity.
• Strong supervisory, organizational, analytical, troubleshooting, customer service, written communication, and verbal communication skills.
• Ability to manage a high-volume, service-oriented support environment and communicate effectively with technical and non-technical stakeholders.
• Ability to maintain accurate records, manage replacement plans and budget information, identify recurring issues, and implement service improvements.
• Ability to build effective working relationships with Facilities leadership, operational departments, UAB IT, HSIS, vendors, and end users.
• Ability to sit, stand, and move throughout the workday in an office and campus environment.
• Ability to use a computer, keyboard, and other standard office equipment for extended periods.
• Ability to lift or move items weighing up to 50 pounds, such as computer or office equipment.
• Ability to walk long distances and climb stairs frequently to access campus facilities.

Pay

$67,070 - $108,990

Schedule

• Monday through Friday, Day Shift (subject to change to meet the needs of the department).
• This position is onsite and is not eligible for remote or hybrid work.